Lobby Ambassador

Overview The Lobby Ambassador is responsible in managing various aspects of the Lobby operation in the delivery of the Raffles Hotel Singapore's service experience throughout the entire guest journey. Responsibilities Delivers the Raffles Hotel Singapore guest experience through a seamless flow of processes and in close cooperation with the Raffles Butler. Provides a first-class arrival experiences for all residents including a seamless and personalised check-in experience. Closely assists the F&B team in welcoming and accommodating/seating restaurant patrons. Ensures the smooth running of the Lobby operation by performing all tasks in adherence with the code of ethics as issued by Raffles Hotel Singapore. Upholds a flawless impression and perception of the Raffles Hotel Singapore products and colleagues. Addresses any security incidents and guest complaints to the Lobby Operations management team and reacts proactively when suitable and appropriate. Ensures service standards and individual performance are aligned with Accor Values - Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation and Respect. Handles cashiering and billing duties in coordination with the Raffles Butlers and cooperates closely with the Finance team. Acts as Lobby Operation Coordinator to handle administrative tasks and to ensure the smooth lobby operation and the completion of all essential preparatory tasks prior to guests' arrivals. Responsible for the timely pre-arrival correspondence cycle within the Lobby Operations team. Maximises the outcome of upsell and cross-sell opportunities by executing the annual upsell strategy and achieving all goals as set by management. Cooperates with all departments and divisions in promoting inter-hotel sales and in-house facilities for Residents, F&B patrons and visitors. Seeks constant improvement of quality in product and services by ensuring guests receive the experience as detailed in brand SOPs and LSOPs, and by adhering to Forbes 5 star / Leading Quality Assurance standards. Participates in handling and following up on security incidents and guest complaints with the Lobby Operations management team and reinforces hotel values. Adheres to Workplace Safety and Health (WHS) policies and procedures. Qualifications Knowledge and Experience Diploma and Degree from preferably hospitality or related field. Minimum 1 to 3 years relevant experience. Excellent communication skills in English and ability to communicate in a second language. Competencies Possesses strong interpersonal skills. Contributes to the team, works punctually and effectively. Addresses guest/colleague needs and maintains a helpful attitude. Motivates individuals and creates and maintains a cohesive team. Focuses on service with attention to detail and an approachable attitude. Works well under pressure, analyzes and resolves problems, and exercises good judgment. Prioritises and organises work assignments and works effectively. Self-motivates and shows initiative in a dynamic environment. Ensures security and confidentiality of guest and hotel information. Possesses good computer and property management system skills. Embraces and responds to change effectively. Benefits 5-day Work Week. Duty Meals are provided. Colleagues' Discount and/or Preferential Room Rates at worldwide Accor Hotels. Flexible Benefit – Dental/Optical/Vacation Expenses/Children's Education. Medical and Wellness Benefit. Comprehensive Insurance Coverage. Local/Overseas Career Development & Growth Opportunities. Holistic Learning and Development Opportunities. #J-18808-Ljbffr